Senior AI-Driven Customer Experience Specialist

OhioX; Columbus (OH); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Upstart, the leading AI lending marketplace, seeks a Senior Customer Contact Specialist to support applicants through live chat, phone, and email within a regulated lending environment. You’ll own complex issues end-to-end and collaborate with Operations, Product, Risk, Compliance, Engineering, and lending partners.

This role offers hybrid work with in-person collaboration in Columbus, OH, and the chance to shape AI-powered customer support.

Qualifications

• Experience independently resolving complex customer issues in financial services, fintech, technology, or another regulated and rapidly changing environment.
• Exceptional written and verbal communication skills, including the ability to synthesize incomplete information and explain complex or sensitive topics clearly, concisely, and accurately.
• Experience investigating complex problems across connected tools or workflows, including identifying root causes, recognizing patterns, and distinguishing an individual issue from a broader problem.
• Experience managing multiple priorities, open issues, and internal dependencies while maintaining strong documentation, accuracy, and follow through.
• Experience learning and applying new products, policies, processes, or technologies in a rapidly changing environment.

Responsibilities

• Represent Upstart’s Customer Experience team across live chat, phone, email, and vendor support.
• Develop expertise across a complex lending journey with multiple products, lending partners, application workflows, verification requirements, and internal systems.
• Own complex issues from start to finish, coordinating across Operations, Product, Risk, Compliance, Engineering, or lending partners.
• Help build and improve support powered by AI, researching, drafting, solving problems, and refining prompts/workflows.
• Turn observations into improvements by investigating root causes, recommending solutions, and implementing changes to reduce friction.
• Communicate with precision and empathy, explaining what is happening and what actions are being taken.

Skills

Complex problem solving

Clear communication

Cross-functional collaboration

Financial services familiarity

AI tools experience

Job description

Upstart, the leading AI lending marketplace, seeks a Senior Customer Contact Specialist to support applicants through live chat, phone, and email within a regulated lending environment. You’ll own complex issues end-to-end and collaborate with Operations, Product, Risk, Compliance, Engineering, and lending partners.

This role offers hybrid work with in-person collaboration in Columbus, OH, and the chance to shape AI-powered customer support.